Tim Hortons — Restaurant in Calgary

I’m writing this message with deep disappointment. I recently moved to the area and became a regular customer at your establishment, so many of the staff are already familiar with me.

Last night, I arrived around 10:45 PM, placed an order, and asked to use the washroom. The cashier asked the assistant manager—who I believe has brown hair—for permission, and he said no. I explained that I was a paying customer, the store was still open, and I was simply waiting for someone to pick me up. I kindly asked her to check with him again, but he still refused to make an exception. I left politely, feeling disrespected and upset. He then told the cashier to send me to the bar to use the washroom instead.

I understand that some locations deal with homeless individuals trying to use the facilities without making a purchase, which can be challenging for staff. However, where is the humanity when a paying customer is denied a basic right like using the washroom, especially during operating hours?

What made things even worse was when I returned today. As I sat down, I noticed the same assistant manager telling the story to another manager. He spoke sarcastically, saying something like, “Oh, people came in yesterday asking to use the washroom before closing, and I said, ‘No more washroom!’” The staff around him laughed, as if this behavior was acceptable.

I cannot express how upsetting and sad this experience has been. It’s disturbing how comfortable some people are with being rude, especially in a customer-facing role. There was no reason for him to bring it up again or to mock the situation so openly.

I will not be spending another dollar at this location. I sincerely hope this message reaches your head office. Your staff needs retraining on customer service, professionalism, and basic human decency. I expected better, and I’m deeply disappointed.

I checked he is the supervisor and he is name i...

So I usually stop at a Tim Horton's multiple times A-day when I'm out with work and I go to different locations all over the city. I have been to multiple locations across Canada, in different cities. I always have problems with the way my coffee's made and the attitude of staff at other locations. I absolutely love this location. I live in this community and come here often. Every time I come here, they are so friendly every time and it's very rare my coffee is made wrong. I always say why is it that I order the exact same coffee every day but get a different drink. Not at this location. They must religiously regulate their machines here because my coffee is 99% perfect every time. To the owner of this location - please don't change the way you run your location, and please don't get rid of your stuff. There is one young man that I see at the drive-through window all the time EDIT - HIS NAME IS KAYDEN he's usually taking orders or serving out the window. He has the friendliest voice and the friendliest manners. He always makes my day when I come to this location and I always tell people that im with when I come through the window, I love this guy. When I come back through and get his name, I will update it in my review as well as the other team members that are extremely friendly. I believe they deserve recognition because customer service these days, a lot of people don't have it. This location by far, beats all of them. I always call coffee the nectar of life and when you pull up to get a coffee, and have the person serving you rude, plus your coffee made wrong, it ruins your day especially when you're in a rush to work. So when I say this review I 100% mean every word of it. I appreciate this location and the staff...

This location used to be my favorite as I worked in the complex when it was built. My Husband will no longer get his morning coffee here 6 days a week as 90% of the time they do not stir his coffee or make it wrong. I have been here 3 times in the last 2 weeks. I ordered a maple bacon belt add sausage on a Multigrain bagel (7$) and a tea. Get home to find a 3 dollar bagel with cream cheese, drive back, guy gives me attitude and says I need to prove that I paid almost 10 dollars for my order and he will look for it. I said no, you can make a new one. With much resistance he says come in and wait then as I was holding up his drive thru. Figured maybe an honest mistake. 1 week later same order, check it before I leave the parking lot to find no egg on the belt?? Ok so today I go to give it one more try, they can't screw up everytime can they. Well yes they can and did, same order no sausage on the belt this time. I go back through the drive thru, explain tge sitiation to the nice young guy he says pull up. Go to window, the same guy that was rude last time grabs my sandwich from guy at the window walks over to girl making orders grabs a sausage of the counter and puts on my sandwich no gloves and he just closed the till he was dealing with money at. Like what the hell. This location will be reports to the health and safety board. This is unexceptable. I know I am going to get the exact auto reply that they appreciate the feedback and to contact some other department. I will never go back. I stopped going to the 17th Ave one for the same reason, but will give them another shot. I feel more training is needed and maybe more accountability for the...